System Support Associate

Why is Health Advocate a great place to work For starters Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well and they work with supervisors and staff who are supportive and friendly. Employees have room to grow and many of Health Advocates supervisors are promoted from within the company. Join our award winning team!

2025:

• Stevie Awards for Sales & Customer Service: Customer Service Department of the Year Healthcare Pharmaceuticals and Related Industries Bronze Winner

2024:

• Excellence in Customer Service Awards: Organization of the Year (Small)

• Stevie Awards for Sales & Customer Service: Customer Service Department of the Year Healthcare Pharmaceuticals and Related Industries Bronze Winner

• Best in Biz Awards: Most Customer-Friendly Company of the Year Medium and large category (Silver)

As part of Teleperformance in the US we were also named #95 in the 2024 Fortune 100 Best Companies to Work For in the USA by Great Places to Work (GPTW)

Summary of Role

As a Systems Support Associate you will be responsible for providing front line support for Health Advocates desktop telecommunications and systems include resolving technical support issues while documenting problems accurately and troubleshooting issues that may arise; create tickets for support desk requests via phone email or in person troubleshooting questions within scope of the position when possible; coordinate new set-ups; monitor the status of support desk tickets ensuring they are completed in a timely manner. The continued success of Health Advocate employees depends on expert and timely support.

Invested in you

At Health Advocate youll have the ability to pursue your ambitions and grow your career. Weve got you covered with a total rewards package that includes Robust Medical coverage as well as Dental & Vision benefits tuition assistance 401(k) savings plan with company match paid time off (PTO) paid holidays Employee Assistance Programs and Wellness Programs.

Pay Rate

Hourly rate starting at $20.00

Hours/Shift

This position is on-site full-time (40 hours/week) Monday - Friday.

Job Summary

Essential Job Functions

• Manage resolution of inbound technical support calls email and web-based support requests quickly professionally and efficiently
• Handle resolution of multiple issues on a given day
• Troubleshoot desktop phone and call center application issues
• Setup new PCs including systems configuration and application installs
• Work in a fast paced environment
• Provide back up for department leads

Minimum Requirements

Requirements

• High school diploma or GED required.
• Associates degree from an accredited college or university in computer science MIS or a related field preferred. Equivalent work experience in a similar position may be substituted for educational requirements.
• Minimum two years experience with Windows operating systems and hardware required
• Excellent troubleshooting skills
• Excellent communication and interpersonal skills
• Intermediate knowledge of MS Word Excel and Outlook required
• Networking knowledge a plus
• Desire and ability to learn
• Ability to work independently and be a strong team player
• Strong time management organizational and technical skills
• Ability to lift and move computer equipment (up to 40 lbs.)
• Prior help desk/systems support experience a plus
• Industry certifications related to job duties preferred a plus (e.g. CompTIA A Network etc)

Company Overview

Health Advocate is the nations leading provider of health advocacy navigation well-being and integrated benefits programs. For 20 years Health Advocate has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical administrative wellness or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID-19 our team of highly trained compassionate experts work together to go above and beyond expectations making healthcare easier for our members and ensuring they get the care they need.

Learn more

Health Advocate in Biz Award: Most Customer-Friendly Company of the Year

2021:

• Stevie Awards for Sales & Customer Service: Customer Service Department of the Year Healthcare Pharmaceuticals and Related Industries Silver Winner
• Stevie Awards for Sales & Customer Service: Most Valuable Response by a Customer Service Team (COVID-19) Bronze Winner
• Best in Biz Awards: Most Customer-Friendly Company of the Year Medium and large category (Silver)

2020:

• National Customer Service Association All-Stars Award: Organizations of 100 or Greater Runner-Up
• Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium category (Silver)

Company Overview

Health Advocate is the nations leading provider of health advocacy navigation well-being and integrated benefits programs. For 20 years Health Advocate has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical administrative wellness or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID-19 our team of highly trained compassionate experts work together to go above and beyond expectations making healthcare easier for our members and ensuring they get the care they need.

Learn more

Health Advocate Awards for Sales & Customer Service: Customer Service Department of the Year Healthcare Pharmaceuticals and Related Industries Bronze Winner

2024:

• Excellence in Customer Service Awards: Organization of the Year (Small)

• Stevie Awards for Sales & Customer Service: Customer Service Department of the Year Healthcare Pharmaceuticals and Related Industries Bronze Winner

• Best in Biz Awards: Most Customer-Friendly Company of the Year Medium and large category (Silver)

2023:

• National Customer Service Association All-Stars Award: Service Organization of the Year.

• Stevie Awards for Sales & Customer Service: Customer Service Department of the Year Healthcare Pharmaceuticals and Related Industries Bronze Winner

2022:

• Stevie Awards for Sales & Customer Service: Customer Service Department of the Year Healthcare Pharmaceuticals and Related Industries Bronze Winner

• Excellence in Customer Service Awards: Organization of the Year (Small)

• Best in Biz Awards: Most Customer-Friendly Company of the Year Medium and large category (Silver)

2021:

• Stevie Awards for Sales & Customer Service: Customer Service Department of the Year Healthcare Pharmaceuticals and Related Industries Silver Winner

• Stevie Awards for Sales & Customer Service: Most Valuable Response by a Customer Service Team (COVID-19). Bronze Winner

• Best in Biz Awards: Most Customer-Friendly Company of the Year Medium and large category (Silver)

2020:

• National Customer Service Association All-Stars Award: Organizations of 100 or Greater Runner-Up

• Communicator Award of Distinction: October 2019 Broker News

• MarCom Awards: Gold COVID Staycation Ideas brochure

• MarCom Awards: Platinum 2021 Well-being Calendar

• Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium category (Silver)

Physical Requirements:
This position is primarily on-site and requires the ability to move throughout the workplace to provide in-person counseling and wellness support. The role involves periods of sitting for one-on-one or group sessions as well as standing or light movement during group activities workshops and team-building events. Essential physical functions include speaking hearing and manual dexterity for documenting case notes navigating computer systems and facilitating wellness interventions. Occasional lifting of light materials (up to 15 pounds) may be needed for wellness activities or event setup. Frequent use of a computer is required including typing mouse navigation and viewing digital content. Visual acuity is necessary for reading client records electronic documentation and conducting virtual sessions when needed.

Mental and Cognitive Requirements:
The role requires strong emotional resilience active listening and the ability to assess and respond to sensitive mental health concerns. Counselors must exercise sound clinical judgment in crisis situations maintain professional boundaries and uphold confidentiality. The ability to develop therapeutic rapport apply evidence-based interventions and manage documentation with accuracy is essential. The role also requires facilitation skills for group sessions and the ability to consult with leadership.

Work Environment:
This position is fully on-site and embedded within the Trust and Safety operational environment. The counselor must be comfortable working in a dynamic and fast-paced setting that may include exposure to discussions of distressing content. The workspace includes a private designated office for confidential counseling and group programming with access to standard office equipment and secure data systems.

VEVRAAFederal Contractor requesting appropriate employment service delivery systems such as state workforce agencies and local employment delivery systems to provide priority referrals of protected veterans.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-I.35(c)